ITIL® 2011 Service Lifecycle: Service Design

ITIL® 2011 Service Lifecycle: Service Strategy best practices enable IT departments to design services and govern practices, policies and procedures that facilitate the introduction of services into a live environment, thereby ensuring quality service delivery, customer satisfaction and cost-effective service provision. In this course, you learn how to plan, implement and optimize the Service Design processes and gain the skills required to take the ITIL® 2011 Service Lifecycle: Service Strategy Certification Exam.

Workshop Benefits

Workshops provide you with knowledge of the Service Design processes and include:

Establishing and justifying the constraints for different IT services

Developing and presenting a high-level security policy

Preparing and justifying a continuity approach for a set of services

Creating a fi nancial justifi cation for the purchase and deployment of Service Design tools

Producing a draft Service Level Agreement (SLA)

Completing Business Impact Analysis and Risk Management Prepare for and take the ITIL® Intermediate

Qualifi cation: Service Design Certification Exam

Defi ne the goal, objectives and scope of Service Design

Outline key activities for Service Design processes in the context of the Service Lifecycle

This course is valuable for those who want to achieve the ITIL® Intermediate Qualification: Service Design Certifi cate. The ITIL® V3 Foundation Certifi cate (or V2-V3 bridge equivalent) is required to take the ITIL® Certifi cation Exam on the final day.

Introduction and Overview

Key Service Design Principles

Five aspects of Service Design

Four Ps of Design

Primary Activities of Service Design

Analyzing business requirements

Achieving balance between design and existing strategies

Service Design Processes

Service Catalog Management (SCM)

Service Level Management (SLM)

Capacity Management

Availability Management

IT Service Continuity Management

Service Design and Technology

Technology-related activities

Organizing Service Design

Implementation Challenges and Risks

Format of the Examination

Type:

8 Complex Multiple choice, scenario based questions

Duration:

90 minutes.

Proctored:

Yes

Open Book:

No

Pass Score:

70%, 28 out of 40

Delivery:

Paper Based

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